Senior Technical Support Engineer - Windows and Identity Security
S
SentinelOneCybersecurity
Hybrid work in Prague (Karlin), Brno (Clubco) or remote in CZ/SK.Full-TimeSenior
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Required Skills
- PythonLinuxNetworking
Requirements
- Have previous technical support or customer-facing technical experience with endpoint security or enterprise security products.
- Have working knowledge of Windows, macOS, and/or Linux.
- Understand networking and basic security concepts.
- Have analytical, troubleshooting, and problem-solving skills for systematically investigating complex technical issues, including crash dumps.
- Be able to clearly document findings.
- Have written and verbal communication and collaboration skills.
- Be able to manage multiple customer issues while maintaining quality and urgency.
- Scripting experience with PowerShell, Python, Bash, or a similar tool is an advantage.
- Experience troubleshooting endpoint or server environments is an advantage.
- Familiarity with cloud platforms or SaaS technologies is an advantage.
- Cybersecurity education, certifications, or professional experience is an advantage.
Responsibilities
- Provide customer support by phone, email, chat, and other Support channels while meeting response and resolution service levels.
- Troubleshoot technical issues across SentinelOne products and supported operating environments, including investigating crash dumps.
- Own customer cases from initial investigation through resolution or appropriate escalation.
- Communicate clearly, proactively, and professionally throughout the customer experience.
- Gather technical information, logs, reproduction steps, and environmental context to diagnose issues.
- Apply existing knowledge, documentation, diagnostics, and tooling before escalating issues.
- Document troubleshooting activity and customer interactions clearly and consistently.
- Collaborate with specialized support engineers and escalation specialists on complex technical problems.
- Identify recurring issues and contribute knowledge articles, troubleshooting guides, videos, and other reusable resources.
- Provide structured feedback on product usability or supportability improvements and expand technical knowledge of products, operating systems, cybersecurity, and troubleshooting.
View Full Description & ApplyYou'll be redirected to the employer's site
